Knowledge Base

Your knowledge base is the foundation of your chatbot. It determines what your bot knows and how accurately it answers questions. The more relevant content you add, the better the responses.

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How it works

When a visitor asks a question, ReplyBubble searches your knowledge base for the most relevant content and sends it to the AI along with the question. The AI uses that content to generate an accurate, grounded answer. Only relevant content is sent to the AI — not your entire knowledge base. This keeps responses fast and AI costs low.

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Adding content

There are three ways to add content to your knowledge base.

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1. Auto-crawl your website (recommended to start)

The fastest way to populate your knowledge base.

1. Go to Knowledge Base > Sources
2. Enter your website URL
3. Click Crawl
4. ReplyBubble will index your pages automatically

The crawler follows links on your site and imports the text content from each page. You can set it to re-crawl on a schedule so your knowledge base stays fresh as your site changes.

Tip: Start with your homepage, FAQ page, and any product/service pages. These cover the questions most visitors ask.

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2. Write in the built-in editor

For content that doesn’t live on your website — internal policies, detailed answers, or custom Q&A.

1. Go to Knowledge Base > Documents
2. Click Add Document
3. Write or paste your content
4. Give it a clear title (e.g., “Return Policy” or “Pricing FAQ”)
5. Click Save

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3. Import documents

Upload existing documents to add them to your knowledge base. Supported formats: PDF, DOCX, TXT, and Markdown (.md).

1. Go to Knowledge Base > Documents
2. Click Add Document
3. Upload your file
4. ReplyBubble extracts and indexes the text content

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Best practices

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Write for questions, not for reading

Think about what visitors will ask, then write answers to those questions. A knowledge base document titled “What is your return policy?” with a direct answer performs better than a long-form page about your company.

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Keep it specific

Short, focused documents outperform long, general ones. Instead of one massive “About Us” document, break it into:

• Return policy
• Shipping times
• Pricing details
• Product specifications

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Use natural language

Write the way a customer would expect to be answered. Avoid jargon, internal terminology, or overly formal language.

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Cover your top questions

Check what visitors actually ask in your Analytics > Unanswered Questions section. These are real questions your knowledge base couldn’t answer well. Add content to cover them.

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Keep it current

Outdated information erodes trust. When your pricing, policies, or offerings change, update your knowledge base immediately. If you use auto-crawl, set a regular re-crawl schedule.

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Managing documents

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Viewing your documents

Go to Knowledge Base > Documents to see all your content. Each document shows its title, source (manual, crawled, or uploaded), and last updated date.

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Editing documents

Click any document to open it in the editor. Make your changes and click Save. The updated content is available to the chatbot immediately.

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Deleting documents

Click the document, then click Delete. The content is removed from the knowledge base and the chatbot will no longer use it in responses.

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Document Status

Each document has a status indicator:

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Testing Your Knowledge Base

The document editor includes a Test Panel that lets you search your knowledge base and see what results come back. This is the fastest way to verify your content is working before visitors use it.

1. Open any document in the editor
2. Look for the test panel on the side
3. Type a question a visitor might ask
4. Review the search results — these are the chunks the AI would use to generate a response

If the results are not relevant, adjust your content to better match how visitors phrase their questions. You can also fine-tune search behavior in Settings > Knowledge Base Thresholds.

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Limits by plan

On the Free plan, you can have up to 5 documents. If you need more, upgrade to Pro for unlimited documents. See Billing & Plans for full plan details.

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Tips for getting the most out of your knowledge base

1. Start small — even 5 well-written documents make a big difference
2. Check unanswered questions weekly — your analytics show exactly what content to add
3. Use topic detection — the automatic topic clustering helps you prioritize
4. Combine methods — auto-crawl your site for broad coverage, then add manual documents for detailed answers
5. Test regularly — ask your chatbot questions to verify it gives good answers